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Shure customer service

post #1 of 16
8/8/06 at 1:25am
Thread Starter 
one question for you guys who used to send back the Shure earphones for repair or replacment.

do you have to pay both ways of shipping, I meant to and from shure company?

I got this from shure
"Please be notified that customers are responsible for all the cost involved in sending the product to and from Shure service centre or distributor. "

Just want anyone confirm this. if it's normal, then i'll go on.
however i used to send back my er6i for replacement and i paid nothing for shipping back from etymotic.
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post #2 of 16
8/8/06 at 1:31am
When I sent my Shure E3cs in for repair 2 months ago, I paid both ways but atleast they sent me a brand new pair for free.
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post #3 of 16
8/8/06 at 5:21am
How long did it take yours to break? My pair broke after 1 month This is unacceptable. With shipping included I could have bought the E4Cs for less (Buying in the US, shipping to Israel, now back to the US, to them, from them to a relative, and back here) that wouldn't have broken (broken nozzles) thanks to the metalic nozzles.
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post #4 of 16
8/8/06 at 12:33pm
You only need to get the earphones to us. We pay the return UPS ground shipping. We normally replace the earphones with a new set within 48 hours. Note. If you have the E4c please change the nozzles before sending in. Most defects are caused by wax on the damper in the nozzle. If you have the E2c, E3c, or E5c, or E500, you will need to send them in for repair. click below for all info on warranty returns:

http://personalaudio.custhelp.com/cg...p?p_faqid=3306
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post #5 of 16
8/8/06 at 12:55pm
Thread Starter 
Quote:
Originally Posted by turkishdelight
You only need to get the earphones to us. We pay the return UPS ground shipping. We normally replace the earphones with a new set within 48 hours. Note. If you have the E4c please change the nozzles before sending in. Most defects are caused by wax on the damper in the nozzle. If you have the E2c, E3c, or E5c, or E500, you will need to send them in for repair. click below for all info on warranty returns:

http://personalaudio.custhelp.com/cg...p?p_faqid=3306
is this included in my case that living in bangkok,thailand or not?
i sent my question to shure customer service and they forwarded to shure hongkong. they asked for shipping both ways.

btw, i already changed the nozzle but didn't help
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post #6 of 16
8/8/06 at 4:10pm
Quote:
Originally Posted by turkishdelight
You only need to get the earphones to us. We pay the return UPS ground shipping. We normally replace the earphones with a new set within 48 hours. Note. If you have the E4c please change the nozzles before sending in. Most defects are caused by wax on the damper in the nozzle. If you have the E2c, E3c, or E5c, or E500, you will need to send them in for repair. click below for all info on warranty returns:

http://personalaudio.custhelp.com/cg...p?p_faqid=3306
hey i've got another question.. do you guys take ebay reciepts for proof of purchase for the warranty? the 3 digit numbers near the jack of my e4c's read 455, which means the 45th week of 05.... so that's like 9 months of warranty shaved off (i bought mine about 10 days ago).
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post #7 of 16
8/8/06 at 4:23pm
I returned my 5 month old E5's because one of the channels stopped working. I didnt hear anything from Shure for about 2 weeks. I called and was asked when I purchased them. I supplied the info and she said they would ship the next day- no verification or anything (I was telling the truth however). Sure enough, brand new pair of E5's within a few days. I thought it was weird that they held them so long, but perhaps I missed something on the RMA form. All in all, very satisfied with their service.
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post #8 of 16
8/8/06 at 4:26pm
if they give you new pairs, where do the old ones go once they are fixed? i haven't seen refurbished/repaired e4c's around
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post #9 of 16
8/8/06 at 4:35pm
Quote:
Originally Posted by afobisme
if they give you new pairs, where do the old ones go once they are fixed? i haven't seen refurbished/repaired e4c's around
Shure customer service told me I was getting new ones because they didnt repair them. Not cost efficient? Thats I what I took her to mean anyway.

The margin on these must be huge.
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post #10 of 16
8/8/06 at 5:10pm
Quote:
Originally Posted by afobisme
hey i've got another question.. do you guys take ebay reciepts for proof of purchase for the warranty? the 3 digit numbers near the jack of my e4c's read 455, which means the 45th week of 05.... so that's like 9 months of warranty shaved off (i bought mine about 10 days ago).
It obviously benefits the consumer to have a receipt like you stated to get the full 2 years for the warranty. As long as the product was purchased new we will honor the warranty. Without a receipt we will go off the datecode mentioned.

As for of Shure EMEA (Europe, Middle East, Africa), currently each region sets their own policy for returns. I'm looking into exactly what each regions policy is and to see if we have a standard across the board. In the US we pay the return shipping. Because the other regions are so large and shipping costs can vary so much, they may require the consumer to pay the shipping both ways. I'll see what I can come up with.
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post #11 of 16
8/8/06 at 6:13pm
Quote:
Originally Posted by turkishdelight
It obviously benefits the consumer to have a receipt like you stated to get the full 2 years for the warranty. As long as the product was purchased new we will honor the warranty. Without a receipt we will go off the datecode mentioned.

As for of Shure EMEA (Europe, Middle East, Africa), currently each region sets their own policy for returns. I'm looking into exactly what each regions policy is and to see if we have a standard across the board. In the US we pay the return shipping. Because the other regions are so large and shipping costs can vary so much, they may require the consumer to pay the shipping both ways. I'll see what I can come up with.
thanks, that's pretty cool.. i like shure and its return policy
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post #12 of 16
8/9/06 at 12:09am
Shure customer service is da bomb. They are friendly, nice, and real fast. I had a problem with my tri flanges and they shipped my a couple more pairs express!
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post #13 of 16
8/9/06 at 12:39am
what should i ship my earphones in?
can i just put them in a padded envelope or small box along with the repair form?
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post #14 of 16
8/9/06 at 12:51am
http://shure.com/PersonalAudio/Custo...anty/index.htm
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post #15 of 16
8/9/06 at 1:15am
ah, thank you
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